Firebox Reviews

Name: Firebox
Address: Firebox.com Ltd 21-27 Lamb's Conduit Street, London, City of London
Rating: 4.41

4.4 Rating 4,721 Reviews

87 %

of reviewers recommend Firebox

4.4

Based on 4,721 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 62%
Accurate And Undamaged Orders	Greater than 85%
Customer Service
Communication Channels	Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	3.8 out of 5
Returns & Refunds
Refunds Process	Very Easy
Returns Process	Easy

About Firebox:

A homeware, lifestyle and gift shop for people with imagination.

Visit Website

Email:

info@firebox.com

Location:

Firebox.com Ltd 21-27 Lamb's Conduit Street,
London
City of London
WC1N 3NL

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Firebox 5 star review on 20th April 2022

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“ORDER #193357 I ordered my personalised plushy doll 2 weeks ago and it has not arrived yet the status say fulfilled. Can you please tell me where my order is or if it is even coming?”

Helpful Report

Posted 4 years ago

Hello there, Many thanks for taking the time to reviews, and sorry to hear you're still waiting on your Mini Me doll! Unfortunately international deliveries can currently take a little longer than we would like to, and with this product we do have a lead time of 14 working days. However we can definitely provide you with more information on your delivery - please pop us an email (info@firebox.com) and we'll get back to you right away with more insight. Hope to hear from your soon, The Firebox team

Posted 4 years ago

“I brought a food mystery box and it's awful! Completely waste of money and rubbish items. Clearly last seasons food your just trying to get rid of. Items Completely random items and non of it would anyone eat. Will not be buying again.”

Helpful Report

Posted 4 years ago

Hello stranger! Thanks for taking the time to review your Mystery Box, though sorry it wasn’t the experience both of us would have wished for! We try to curate a selection of items in our bestseller list, all round favourites. Your feedback is really helpful, and we’ll make sure our Buying team consider it when we rejig the contents for the next box! Should you wish to discuss this further with our customer service team, please email info@firebox.com. They’d be delighted to help in any way they can. Take care, The Firebox Team

Posted 4 years ago

“Do not order from this company! I ordered in early December for some Xmas presents and they still had not arrived closer to Xmas so they told me to wait a little longer, in January so I contacted them again... they resent me the parcel through apparently post but they had sent me my things through DHL which I had to pay import tax for... they did not have the courtesy to inform me i would be charged or even refund me the import tax. Very poor customer service. Will not be shopping from them again.”

Helpful Report

Posted 4 years ago

Hey friend, Thanks for taking the time to review and rate Firebox. Although, we are gutted to hear that it wasn't the fantastic experience we both hoped for. We're afraid that we are not liable for any custom charges, this is covered in our terms and conditions: Delivery outside the UK may be subject to local import duties, custom duties or taxes which are your responsibility where they apply. Unfortunately we cannot advise you what these charges will be and Firebox is not responsible for them. If you do not pay these local import/custom duties or taxes then the Product could be returned to Firebox or possibly destroyed if too expensive to return. Please note, if this happens, we may not be able to refund your purchase. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you are in breach of any law in any such country. Should you want to talk about this further, or need further explanation, feel free to get back in touch with our customer service team. We are always happy to help in any way we can. You can reach us via e-mail: info@firebox.com Take care, Firebox

Posted 4 years ago

“Ordered 8 secret santa boxes, all turned out to be the same, everyone opened them together to have 8 same rubbish in it. Nowhere it was mentioned that they gonna be the same.”

Helpful Report

Posted 4 years ago

Hey there Deimante, Thanks for reviewing Firebox - though sorry it wasn’t the experience both of us would have wished for! We try and curate an interesting and mysterious item in each type of Santa Box, but unfortunately on this occasion it sounds like we’ve not given you the joy we’d hoped for. Your feedback is really helpful, and we’ll make sure our Buying team consider it when we rejig the contents for the next box in Christmas 2021! Cheers, Firebox

Posted 4 years ago

“Ordered over a month ago and still haven’t received anything!...no communication either! 😡”

Helpful Report

Posted 4 years ago

Hey Jordan, Thanks for reviewing Firebox, though sorry to hear that it hasn't been the experience we both hoped for. We've located your order through your e-mail and can see we've been e-mailing you since Dec 17th. We can see your order was declared lost in post Jan 3rd and we've offered you a replacement or refund today (Jan 5th). We look forward to your response via e-mail or Facebook, at your earliest convenience. Regards, Firebox

Posted 4 years ago

“Although firebox is an amazing company and has some crazy stuff! I ordered the black box along with mystery boxes. The black box had what I can only assume is old stock that couldn't be got rid of. Couldn't find most of it on their website. It included a pokket charger, I gave it to my daughter for Xmas, only to find it's only compatible with android phones. It's just not worth the money, ended up with things of no use. Don't waste your money on the black box.”

Helpful Report

Posted 4 years ago

Hi Anon, Thanks for reviewing Firebox, though we are sorry it wasn't the experience we both hoped for. We try and curate an interesting selection of mysterious contents but unfortunately on this occasion it sounds like we’ve not given you the joy we’d hoped for. This year our Black Box had a selection of exclusive items. Your feedback is really helpful, and we’ll make sure our Buying team consider it when we rejig the contents for the next box! Cheers, Firebox

Posted 4 years ago

“Waiting for my order for almost a month. It was shipped but the tracking information doesn't really give any valuable info. Contacted customer service twice and didn't get an answer. Worst experience ever and my items won't probably arrive in time for Christmas.”

Helpful Report

Posted 4 years ago

Hi Filipa, Thanks for reviewing Firebox, though we are sorry to hear it isn' the experience we both hoped for. We've looked into your order and can see that your chosen delivery method is untracked. Our team responded to your e-mail on Dec 18th, letting you know the latest ETA for your order. If you're still without parcel, do contact us again so we can arrange something for you. Regards, Firebox

Posted 4 years ago

“Just found out my order for Christmas may not get here till middle of January. I ordered in plenty of time and they emailed it shipped but I can’t even track. If I had known would not be here in time for Christmas I would not have use this company!!”

Helpful Report

Posted 4 years ago

Hey friend, Thanks for reviewing Firebox. Although we are sorry to hear it hasn't been the experience we both hoped for! We did have disclaimers on our site with the relevant cut-off dates for goodies to arrive in time for Christmas. Please do contact our customer services team via e-mail so this can be looked into thoroughly and we can determine why you're without parcel: info@firebox.com We look forward to hearing from you and helping any way we can! Regards, Firebox

Posted 4 years ago

“I have not recieved any order codes for my order placed on the 2 december even though payment has been taken”

Helpful Report

Posted 4 years ago

Hi Keith, Thanks for reviewing Firebox. We're sorry to hear you haven't received your order confirmation. We'd be happy to re-send that for you - probably got lost in your junk box! Do e-mail us: info@firebox.com We'd love to help. Cheers, Firebox

Posted 4 years ago

“3 out of the 4 items I ordered arrived damaged. Two were ripped and the other had a part missing. I’m really disappointed as they’re Christmas gifts.”

Helpful Report

Posted 4 years ago

Hiya Annie, Thanks for reviewing Firebox - though sorry that it wasn't the experience we both hoped for. We e-mailed you directly on Dec 8th, but have not heard from you. We'd really love to help, so do feel free to e-mail us back at your earliest convenience. Regards, Firebox

Posted 4 years ago

“Orderd 6 bottles only got 5 ... Noway to contact you ... dissapointed ...”

Helpful Report

Posted 4 years ago

Hey there, Thanks for reviewing and rating Firebox, though we are sorry to hear it wasn't the fantastic experience we both have hoped for. We tried contacting you directly on Nov 27th, but we have not heard from you. Do feel free to get in touch at your earliest convenience. We'd love to help in any way we can. Cheers, Firebox

Posted 4 years ago

“Ordered snow globe light up gin. Not cheap at £28. Light did not work. Offered £5 refund as item out of stock. Not very impressed, and yes we can drink the gin but it was bought more for it's ornamental value. Would rather have been given the option of returning item seeing as it was faulty. Will probably not order again.”

Helpful Report

Posted 4 years ago

Hey Franco, Thank you for taking the time to review us, although we are sorry to hear it wasn't the experience we both had hoped for. We can see you reached out to us and we would have loved to replace the item for you, but it has been out of stock. We provided with the alternative options and you preferred the £5 cash refund. We are very sorry for the inconvenience caused. Should you wish to discuss this further, feel free to contact us again. Regards, The team at Firebox

Posted 4 years ago

“Service and delivery was good but the personalised face masks are very poor especially at £14.99. They are medium size which is ok for children but too small when worn by an adult and the printed photo on the mask distorts as it is stretched and the mask is very tight round the ears. The way the mask is stitched on the sides causes more distortion to the photo. The photo on the Firebox website of the lady wearing a cat photo printed mask is misleading. Since writing this review I have liased with Shaneen, the Firebox.com Social media Advisor who was extremely helpful and has given me a total refund and a generous gift token. Thank you Shaneen.”

Helpful Report

Posted 4 years ago

Hey Richard, Thank you for taking the time to review Firebox. We're sorry to hear it wasn't the fantastic experience we both hoped for. This incident is not at all reflective of the fantastic and joyful Firebox experience we usually provide. We've looked into your order and can see that you've been in touch with our customer services team who have since refunded you in full and provided you with a gift card as a goodwill gesture. Should you wish to chat to us, you can reach us on info@firebox.com Take care, The Firebox Team

Posted 4 years ago

“They let me order an item. Then decided they couldn't ship to my country and send me a refund for less money. Customer service has stopped answering my emails. Still waiting for full refund. They're cheaters and scammers. Avoid.”

Helpful Report

Posted 5 years ago

“If products were a year, the mystery gadget box would be 2020! Supposed to be £60 of value but I honestly wouldnt pay £20 for what was delivered.”

Helpful Report

Posted 5 years ago

Hello Steve, First of all, thanks for taking the time to review our product. We are very sorry to hear you were disappointed in the content of our Gadget Mystery Box. The total value of the items in the box when bought separately is indeed over 60£, and most of our customers loved our selection of technological gadgets and devices! Unfortunately it sounds like those items did not exactly hit the spot in your case, and we're going to make this up to you. We can see you've already emailed us at info@firebox.com, and one of our advisors is on the case, so you'll hear from us soon. All the best, The Firebox Team

Posted 5 years ago

“I ordered a personalised Lego keyring. I did not expect anything spectacular but for the price I thought there would be more effort put in to it. Asked for a farmer look and a fisherman turned up.”

Helpful Report

Posted 5 years ago

Hey there, Thanks for taking the time to review us. We appreciate any and all feedback! We are so sorry that your Brick Yourself order wasn't as awesome as we both hoped for. Our Brick Yourself team do try to get the closest available match to your description, hence we request a few options to work with when placing the order. Feel free to contact our customer services team via info@firebox.com if you think there is anything we can do to make this up to you. We'd love to help in any way we can! Take care, Firebox

Posted 5 years ago

“Nose wire was stichted into the wrong place on mine , so the mask pretty much can't be used properly.”

Helpful Report

Posted 5 years ago

Thanks for reviewing Firebox, Katie! We appreciate the time you have take to provide us feedback on our Pearl Boba Tea Reusable Face Mask. It sounds like the item is defective, which is no good. We've e-mailed you directly offering a replacement or a full refund. We look forward to hearing from you and sorting this out for you so you can keep safe when outside. Speak soon, The Firebox Team

Posted 5 years ago

“I got the Mini Me Personalized Doll on June 17 for my girlfriend. today is the 11th of July and she hasn't received it yet.”

Helpful Report

Posted 5 years ago

Hey Obinna, thank you so much for taking the time to review Firebox. We are so sorry your girlfriend did not receive her hunky mini doll as expected on July 8th - this is not at all the experience we both hoped for. We looked into your order and can see your parcel is out for delivery and should arrive today (July 13th). We e-mailed you directly the tracking for you to follow this yourself, do give your inbox a check! We are so sorry for the inconvenience caused, this really sucks. Unfortunately Canada Post has been rather overwhelmed due to the COVID crisis and the reduced number of planes for transit of goods. We wouldn't charge you for a service you didn't receive - it's only fair! So with this in mind, refunded you the postage, seeing as you didn’t get the delivery service you paid for with your hard-earned money. Unacceptable. The refund will be reflected in your bank account within a few working days. Don't hesitate to get back to us if you need anything further through e-mail. You can reach us at info@firebox.com All the best, The Firebox Team

Posted 5 years ago

“Hi Firebox. My girlfriend bought a Sloan the Sloth Back massager, and put batteries in it. However, it turned off after about 10 minutes of being on. I have changed the batteries again, but it won't turn back on. Can you help me please?”

Helpful Report

Posted 5 years ago

Hey Ben, thanks for taking the time to review us. So sorry to hear your spa experience with Sloan has not gone at all as planned. Sounds like he might be defective! No good for those shoulders at all. We'd love to help and rectify this, but unfortunately don't have any information on you or the order. We've messaged you privately to find out more! We'd love to arrange a replacement for you and your girlfriend as soon as possible. We look forward to hearing from you. Talk soon, The Firebox Team

Posted 5 years ago

“I ordered a mug on 8 May and was told it would be delayed. On 12 May, my account was debited and I was notified it had shipped, but there was no tracking (coming to the US). On 10 JUNE, the mug still hadn’t arrived and I emailed the company for assistance. I have yet to get a reply (or my order delivered), though on 11 June, I did get an email asking me to rate the product. Super helpful.”

Helpful Report

Posted 5 years ago

Hey Lucas, We're so sorry we missed getting your Firebox order in time. We know it sounds like an excuse (and it is really), but the new Corona world temporarily swamped our customer service team - leading to a bit of a delay, but we’re back at full power and doing all we can to make our customers as happy as possible again! Your chosen delivery method was untracked, so it means we didn't have any tracking info to provide through our confirmation e-mails. It has been some time since you posted this and we can see you have now been offered the choice between a replacement or a full refund. As you chose a replacement, our customer services team upgraded the delivery to a tracked shipping method so we can help you keep an eye on the journey of this new parcel. Although it didn't quite work out as expected this first time, we know we'll make it up to you this second time around. Regards, Firebox

Posted 5 years ago

Firebox is rated 4.4 based on 4,721 reviews